Disappointment happens, but it doesn’t have to derail the relationship.Seasoned injector Jenna Hennig shares how she learned to stop taking patient feedback personally and start turning tough moments into deeper trust.From under-promising and over-delivering to co-creating the treatment plan, she breaks down how to manage expectations, listen with intention, and loop in the whole team to support the patient’s goals.Because when patients feel heard and guided, even hard conversations become opportunities.GUESTJenna Hennig, RN, Aesthetic InjectorAustin Plastic SurgeonNow a seasoned aesthetic injector, Jenna’s career started in women's health as an L&D nurse. Her specialties include facial balancing, tackling cellulite, combining different treatments for high-impact results, reducing sweat, melting away fat, and using biostimulators to fight aging and tighten skin.Follow Jenna on Instagram @austinbeautyboss or connect with Jenna on LinkedIn Follow Jenna’s team on Instagram @austinplasticsurgeonSHE DID WHAT?Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.SUBSCRIBEAre you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. HOSTSBlake Lucas, Senior Director of Customer Experience at PatientFiBlake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.Learn more about PatientFiAndrea Watkins, VP of Practice Growth at Studio III MarketingAndrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. Co-hosts: Andrea Watkins & Blake LucasProducer: Eva Sheie @ The AxisAssistant Producers: Mary Ellen Clarkson & Hannah BurkhartEngineering: Cameron LairdTheme music: Full Time Job, MindmeCover Art: Dan ChildsPracticeland is a production of The Axis: theaxis.io 

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